Business Systems Technical Support Analyst
- Role Type
- Closing Date
Ricardo is looking to hire a new Business Systems Technical Support Analyst to join our global Business Systems team, initially specialising in the support of SharePoint, .Net and Java applications and associated platforms incl. MSSQL.
As Ricardo has a varied system architecture you will be encouraged to grow within the role and embrace the opportunity to diversify your skillset in alignment with your career aspirations.
Reporting into the Business Systems Technical Lead, this role can be located in either the UK or Prague from where you will be responsible for the day-to-day support of Ricardo end users both when they encounter a problem or when they need help with the way a system performs.
When not supporting end users, you will be using your expertise in ensuring the continued performance of our infrastructure by proactively identifying issues and proposing/implementing the required solutions.
Using your great interpersonal skills and ability to convey technical information succinctly, you will also provide technical expertise to the wider Business Systems team as required, enabling them to implement their own solutions in a timely fashion.
Key responsibilities will include:
Monitoring our internal Helpdesk system and answering tickets in a timely fashion.
Use your existing knowledge to resolve any open Tier 2 tickets and provide lifecycle management to those which have been escalated to Tier 3.
Perform daily monitoring checks of our key infrastructure, ensuring that issues are proactively identified and resolved before they become service impacting. Attend meetings with the wider Business Systems team to provide technical support as required.
Degree in an IT related area or experience in an Application Support role with a provable work history in troubleshooting complex issues.
Thoughtful, clear communication is a skill of yours; being able to communicate complex messages effectively with clients (internal) and key
stakeholders at their level of understanding both via written word (Email, Helpdesk updates) or in face-to-face meetings (Teams).
Being mindful of SLA’s and KPI’s you are a skilled multi-tasker who can handle multiple, shifting, and competing priorities
You may have worked with an ITSM tool such as Vivantio before and understand the various stages of ticket management.
Fluency in English is a requirement for this role.
Whilst this is a junior role, it is a good foundation for future promotions into several roles across Business Systems and the wider Ricardo IT group including Senior Technical Analyst.